Ict Tech Lead

2 semanas atrás

Lisboa, Lisboa, Portugal Sunrise UPC Portugal Tempo inteiro

Information about the position

Providing the task for (partial or complete)

  • Sunrise UPC
Design and Delivery of strategic and tactical roadmap aligned to business requirements covering all aspects of customer contact. This covers written media, telephony, and digital transformation.

Purpose Statement
Design, Plan, test and implement customer journeys in accordance with organisational strategy and budget.

Work with a team of technical experts, managing all aspects of risk and compliance to ensure the effectiveness of the ICT infrastructure.


Key Facts & Figures (budget / employees)
- (for Managers only)_

  • Budget responsibility (CHF/€)
  • Turnover/Revenue Responsibility (CHF/€)
  • Number of reports (internal and external)
  • Direct, organise and monitor customer contact roadmap
  • Analyse and propose solutions to improve customer journey experience including IVR
  • Manage the implementation and testing of all change requests impacting customer contact
  • Responsible for day to day maintenance of 3600 users, skills and priorities on the contact platform
  • Minimise operational costs through effective implementation and optimisation of customer self serve channels
  • Manage, influence and negotiate with key stakeholders

Authorizations
Access needed to all technical & process related business tools to successfully deliver

Description of Main Tasks / Responsibilities

  • Essential functions and duties
  • Key Stakeholder (Internal/External; Incountry; Regional/Global)
  • Closing work with the CS Leadership team to plan / evaluating progress and operational effectiveness
  • Ensuring that all Service KPIs are measured and reported as appropriate
  • Driving the development of strategic initiatives, through analysis and impact assessments
  • Leading the development of systems and processes to deliver effective Management Information (MI) across the CS organization
  • Leading the development of reporting to enable relevant insights and recommendations
  • Developing and managing a predictive model for customer base and customer interactions, including financial implications, informing business planning scenarios and resource allocation.

Knowledge, Skills & Experience
- (knowledge and social competences)_

Must-requirements

  • Education and specialist qualifications
  • Professional experience
  • Language skills and level
  • MS-Office skills and level
  • Special knowledge, skills and abilities
  • Bachelor's degree/Technical education (HF/FH)/Advanced Certification in the field of telecommunications or ICT
  • More than 10 years experience in high volume contact centre
  • Solid understanding of complex business setups, technologies, and processes in the telecom environment
  • Proven ability to manage crossfunctional teams without formal authority
  • Fluent in German, English, French (nice to have)
  • MS-Office skills

Required critical competencies and behaviours

  • Business Focus
  • Communications
  • Have a cando, agile, and innovative attitude
  • Proactive and selfmotivated
  • Ability to prioritize workload and consistently meet deadlines
  • Willingness and keen to contribute to the business, learn new technologies, and ability to quickly adapt to a changing business environment
  • Must be prepared to make an extra effort for customer requests
  • Building collaboration within a matrix environment is critical
  • Excellent communications & presentation skills

Ability to commute/relocate:

  • Lisboa, Distrito de Lisboa: Reliably commute or planning to relocate before starting work (required)

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